Customer Service Workforce Development

DIANA FRANKLIN

407-***-**** ****************@*****.*** New York, NY 10026

linkedin.com/in/dianafranklinnyc

PROFESSIONAL SUMMARY

Administrative professional with 10+ years of experience helping individuals and organizations achieve measurable results in workforce development, customer service, and executive-level operations. Proven ability to engage stakeholders, streamline processes, and deliver client-focused solutions. Adept at managing complex projects, facilitating training, and leveraging technology to improve efficiency. CORE SKILLS

Career Advising & Workforce Development Stakeholder Engagement Project Coordination CRM & Database Management Customer Service Bilingual Client Support Calendar & Travel Management Microsoft Office 365 Google Workspace

PROFESSIONAL EXPERIENCE

Customer Service Agent (Remote) Global Contact Services – Long Island City, NY Oct 2023 – May 2025

● • Assisted customers with trip scheduling and service inquiries in compliance with ADA regulations.

● • Maintained 99%+ accuracy in high-volume data entry, ensuring operational efficiency.

● • Delivered empathetic and culturally responsive support to diverse rider populations. Bilingual Career Advisor & Administrative Assistant (Remote) Educational Data Systems, Inc. – New York, NY Apr 2017 – Feb 2023

● • Managed a caseload of 50+ WIOA-eligible jobseekers, developing tailored employment plans.

● • Delivered bilingual workshops on job readiness, resume writing, and interview skills.

● • Coordinated training grants, referrals, and wraparound services while maintaining compliance. Membership Services Assistant I.A.T.S.E. – New York, NY Mar 2012 – Aug 2016

● • Processed union membership applications and coordinated national office correspondence.

● • Managed workflows for immigration cases and long-term benefits tracking. Assistant to Program Director American Psychoanalytic Association – New York, NY Mar 2010 – Sep 2011

● • Managed event logistics and designed promotional materials for academic programs.

● • Coordinated schedules, communications, and reporting tools for program activities. Executive Assistant to Chief Creative Officer Roberts & Tarlow – New York, NY May 2006 – Jun 2009

● • Provided C-level calendar, travel, and expense management.

● • Coordinated creative meetings and external client engagements; promoted from receptionist. EDUCATION

Long Island University, Brooklyn, NY – Bachelor of Science, Business Management TECHNICAL SKILLS

Microsoft Office 365 Google Workspace CRM Tools Canva Adobe Instagram LinkedIn

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